Senior Manager, Operations Enablement Support (OES) & Flex
About The Position
This role is a key member of the Personal Banking Operations Centre’s (PBO) Senior Management Team (SMT), responsible for achieving superior business performance and supporting a "best in class" Enablement team of Operations Enablement Specialists and Centralized FLEX. The position involves defining the strategic direction for operations center support in partnership with the Senior Management Team, Center Leaders, OE&I, OET, and the National Office. The role has national responsibility for leading, overseeing, and participating in pan-centre initiatives that impact center operations, service level agreements, and client experience. The Senior Manager is accountable for the overall quality of leadership and management through floor support, complex 2nd level escalations, and National Office Initiatives. Reporting to the Senior Director, Strategic Enablement Personal Banking, PBO, this individual will be a leader within PBO, embodying the collective ambition and Blueprint model.
Requirements
- 5+ years of leading people, projects and initiatives which impact many teams
- Strong knowledge of RBC’s Business and Functional Units (investments, personal deposits, and payments)
- Strategic mindset and project management skills
- Proven background in Canadian Banking Operations
- Strong written and verbal communications skills
- Ability to work with confidence with all levels of employees
- Advanced data analytics skills (conduct analysis, derive insights and make recommendations)
- Ability to create business cases to support recommended solutions
- Comfortable with ambiguity, takes ownership to provide solutions with a high level of initiative and motivation
- Strong problem-solving skills, with keen attention to detail
- Advanced MS Office skills (Word, Excel, PowerPoint) and Tembo Social
Nice To Haves
- Undergraduate degree, MBA/graduate degree
Responsibilities
- Assist the SMT to develop yearly operations strategy
- Focus on enablement, quality, and performance optimization
- Bridge strategy and execution — translating high-level priorities into practical, measurable actions that teams can deliver on confidently
- Analyze client, operational performance, and employee measures to provide insights and opportunities to improve operations service levels and employee engagement
- Act as key point of contact for National Office, OPO, and HR-Early Talent for pan-centre strategic initiatives
- Use data to identify opportunities, develop strategies to improve client service levels, employee development, and skill development and support
- Lead the implementation of approved client service and employee engagement opportunities
- Scan the internal and external competitive environment, engage, and collaborate with partners to understand current state to drive an improved user experience (for clients and employees)
- Oversee the management of FTE, Employee Engagement budget and reporting
- Support Centre team in managing Centralized FLEX staffing program which provides temporary FTE peak, burndowns, backlogs and increase of Volumes
- Guide the Operations Enablement Specialist leadership team to enable self-serving efficiencies within PBO to optimize business operations
- Establish consistent routines and tools to support the mandate, the Centre Support team, and the SMT
- Lead with a balance of operational rigor, people development, and future-focused thinking, always ensuring that client experience, risk discipline, and employee engagement move forward together
Benefits
- A comprehensive Total Rewards Program
- Leaders who support your development
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
